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| - I want to say what an excellent experience we have had at Floor and Décor, particularly the Phoenix store. We have been to 5 Floor and Décor stores now (more on why later) and we think the Phoenix store is the best.
In particular, I want to mention Tim who provided excellent assistance. He was patient, knowledgeable and very helpful. He has an excellent understanding of the products and customer service. He is future management material (Floor and Décor take notice!!).
I also want to mention Gustavo, who took one of our phone calls and took the time to double check that the items we wanted were actually in the store. And also Mike, who helped us make sure we got the right amounts and types of tile adhesive and grout.
As I mentioned, we have been to 5 stores, all four in Arizona (including Tucson) and one in Colorado (Forest Highlands). With the exception of the Tempe store, we have received excellent and helpful service in all of the stores. The problem with Tempe is that they seem to be too busy all the time. I called three times to ask about inventory, and was put on hold for 20 minutes at a time. When I mentioned this, I was dismissively told that they were busy, so I guess that meant "tough luck, pal, we will get to you when we get to you."
When I called the other stores, I got prompt and efficient help each time.
So, you might ask, why was I calling the stores so many times? It's because of a particular aspect of the Floor and Décor service model. If you are going to buy from them, and I certainly recommend that you do, you need to know that there is a very big price difference between buying something that they have on the floor in the store, and the same item if you have to order it to be delivered, whether it is delivered to your home, job site or to the store. That's because you pay a pretty stiff delivery charge for anything that is not in the store.
We did not want to spend an additional 40% (in one case) in delivery charges to get the quantity of product we wanted, so we called to locate the available amounts in all of the local stores. As I mentioned, with the exception o the Tempe store, we were always able to get prompt answers to our telephone calls, and they were able to check the inventory of their other stores with no problem.
This issue arises because some items (not all) are in limited supply at the stores, and for us at least, it seemed as though many of the items we wanted were discontinued items that would not be restocked. The solution is to find the available product in your local stores and then go online to purchase it. You do that by making each store with available product your "local store." That allows you to buy the product it has so you are sure to get it. You need to do this multiple times if you need it from multiple locations. The good news is that the store will keep it for you for 14 days without imposing a storage charge.
As I mentioned, we checked 5 stores and had to visit 4 of them (including Colorado) to get the full order. Now, you may think we are crazy to drive to Colorado to get flooring, but it happened we were going there anyway for other reasons, so we just lucked out that the Colorado store had what we needed.
But the point is, be careful about being sure you can get the full amount of product that you need, because some of the items are in limited supply, particularly if you want to avoid the shipping charges.
Anyway, despite having to do some driving, we are very pleased with the product selection, prices and service we received at Floor and Décor, and we think you will be, too.
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